Tier 2 Technical Support Specialist

About the Role

As a Tier 2 Support Agent in the Technical Support team, you will be responsible for resolving all Tier 1 escalations in a professional and timely manner. You will leverage your advanced technical skills and in-depth product knowledge to troubleshoot and resolve complex issues that go beyond the scope of Tier 1 support.

This role requires a strong problem‑solving mindset, excellent communication skills, and a calm, empathetic approach to customer service. You will play a key role in maintaining service excellence by guiding and mentoring Tier 1 agents, ensuring all escalations are addressed within the defined SLAs. Your contributions will be essential in upholding the support team’s reputation for reliability, efficiency, and customer satisfaction.

Key Responsibilities

• Serve as the escalation point for Tier 1 support agents and handle advanced technical issues within SLA.
• Manage inbound communication on HubSpot CRM (2‑year experience required).
• Provide technical support for Windows 10 / 11 and macOS (Catalina through Tahoe).
• Troubleshoot hardware issues related to peripherals including webcams, microphones, headsets, and more.
• Administer and support learning platforms such as Canvas LMS (2‑year experience required).
• Support and troubleshoot issues with Zoom, including administrative tasks (2‑year experience required).
• Provide basic support and navigation for Okta, Canva, PowerSchool and Google environments.
• Support and troubleshoot issues with Office 365, including administration (1‑year experience required).
• Assist in the administration and support of proctoring tools such as The Invigilator (1‑year experience required).
• Support and troubleshoot issues with Teneo Tutors (learner and parent support).
• Manage format changes for learners as per parent requests.
• Support and administer Canva, Slack, and other collaboration tools.
• Act as the point of contact and communicate between academic teams and technical support.
• Train and mentor Tier 1 support agents, sharing best practices and guidance.
• Identify recurring issues and recommend long‑term solutions or process improvements.
• Maintain detailed documentation of support cases, processes, and solutions, including updating the Technical Support training course.
• Deliver support with a high degree of professionalism, empathy, and patience.
• Remain calm and organized under pressure.
• Contribute to a collaborative and positive team environment and provide exceptional customer service.

Required Skills & Qualifications

Minimum Education : Matric certificate

Technical Proficiency

Work Style & Organization

Customer Service & Communication

Working Conditions

Preferred Skills

Seniorities & Employment

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